Warranty and Return Policy
Applies to Customers Who Are Consumers
We make every effort to ensure that the products we deliver are free from defects. Liability for defects in sold goods (warranty for defects) is governed by Articles 556 and 556[1]–556[3] et seq. of the Civil Code.
How to File a Complaint
Customers can submit complaints via:
📧 Email: Bok@Key-Soft.pl
📄 Contact form: Available on the Store’s website.
⚠ Note: The store is not required to refund digital products that are not stored on a physical medium.
Complaint Handling Procedure
If you exercise your warranty rights and we determine that we need to receive the defective product in order to process your claim, we may ask you to send it to us at our expense. We will provide the shipping address upon request.
If the nature of the goods or the way they have been installed makes it impossible to return them, you are required to make them available to us at their current location.
⏳ Response time for complaints:
We will respond to your complaint immediately, but no later than 14 days from the date it was submitted.
Warranty Coverage
- We are liable under the warranty if a physical defect is discovered within two years of the date of delivery.
- If the product sold is used, the warranty period lasts for one year from the date of delivery.
What to Include with Your Complaint
To expedite the processing of your complaint, we recommend that you provide the following information:
1️⃣ Details of the complaint, including the nature and date of the defect.
2️⃣ Preferred method of resolving the issue, e.g.:
- Product Exchange
- Repair
- Price reduction
- Withdrawal from the contract (if the defect is material)
3️⃣ Contact information to facilitate communication and the processing of your request.
⚠ Important: These are merely non-binding recommendations. You can file a complaint without providing the information above, and it will still be processed effectively.
Applies to Non-Consumer Customers
In the case of sales contracts concluded with customers who are not consumers, the Store’s liability for product defects is excluded pursuant to Article 558 § 1 of the Civil Code.
🚨 Exception: This exclusion does not apply in cases where we have maliciously concealed the defect.